Jennifer Lawlor

Dr Jennifer Lawlor is a lecturer in Management and Strategic Management at undergraduate and Masters’ level in the School of Hospitality Management and Tourism, College of Arts and Tourism, Dublin Institute of Technology, Ireland. She was awarded a PhD from the Faculty of Business and Management at the University of Ulster, UK. She has also previously lectured at Masters’ level at the Michael Smurfit Graduate Business School, University College Dublin, Ireland.     

 

Dr Lawlor has presented a number of competitive conference papers in the US, UK and Europe in the area of inter-firm collaboration and co-operation, and has published articles in Personnel Review and the International Journal of Electronic Customer Relationship Management. Jennifer welcomes expressions of interest from prospective MPhil/PhD students in the research areas below or related areas of research.     

  • Social Media 
  • Self-service Technologies (SSTs)
  • Role of the Customer in a Service Organisation  
  • Service Design and Delivery
  • Organisational Change
  • Mergers and Acquisitions 
  • Inter-firm Collaborative and Co-operative Arrangements  

Peer-reviewed Journal Articles   

Lawlor, J.  (2013) Employee Perspectives on the Post Integration Stage of a Micro-Merger, Personnel Review, 42(6), pp.704-723.  

 

Kelly, P., Lawlor, J. and Mulvey, M. (2013) Customer Decision-making Processes and Motives for Self-service Technology Usage in Multi-channel Hospitality Environments, International Journal of Electronic Customer Relationship Management,7(2), pp.98-116.      

 

PhD Supervision

An Exploration of Customers’ Perspectives on their Usage and Experiences of Self-service Technologies (SSTs)

 

Chapters in Books

Kelly, P., Lawlor, J. and Mulvey, M. (2011) A Review of Key Factors Affecting Consumers' Adoption and Usage of Self-Service Technologies in the Tourism Sector, in O'Connell, K., Palma Fahey, M., Ruane, S.T., Horan, K., (Eds.) Tourism and Hospitality Research in Ireland: Current Challenges and Future Opportunities, NUI Galway and Shannon College of Hotel Management.

Lawlor, J. (2010) The Role of the Customer as a Quasi-Employee in Service Organisations: A Research Agenda in Mottiar, Z. and Gorham, G. (Eds.) (2010) Contemporary Issues in Irish and Global Tourism and Hospitality, Dublin: Dublin Institute of Technology. 

Lawlor, J. (2006) Trends and Developments in the Hospitality Industry in Connolly, P. and McGing, G. (Eds.) (2006) Hospitality Management in Ireland: Theory and Practice, Dublin: Blackhall Publishing.

 

Articles in Professional Magazines

Lawlor, J. (2012) The Customer as Employee, Checkout Buyer’s Guide, Winter, pp.12-13. 

 

Lawlor, J. (2000) Strategic Alliances in the International Hospitality Industry, Tourism Times, 3rd Ed, A DIT Publication.

 

Lawlor, J. (1997) Environmental Management in the Hospitality Industry, Tourism Times, A DIT Publication.

Peer-reviewed Conference Proceedings

Kelly, P., Lawlor, J. and Mulvey, M. (2013) Sources of Customer Role Learning during Self-service Technology Encounters, in Cantoni, L. & Xiang, Z. (Eds.) Information and Communication Technologies in Tourism 2013 (Proceedings of the International Conference in Innsbruck, Austria, January 23-25, 2013). Berlin - Heidelberg: Springer.

 

 

Peer-reviewed Conference Papers

Kelly, P., Lawlor, J. and Mulvey, M. (2013) Understanding Customer Actions during Self-service Technology Failures in Multichannel Service Environments, Tourism and Travel Research Association, Chapter Europe, Dublin, April 17-19.

 

Kelly, P., Lawlor, J. and Mulvey, M. (2012) Customer Usage of Self-Service Technologies in the Tourism Sector, Oral Presentation at 3rd DIT Annual Postgraduate Research Symposium, Dublin, November 6.

 

Kelly, P., Lawlor, J. and Mulvey, M. (2011) Customer Participation in Self-Service Technologies in the Tourism Sector, PhD Workshop at the 18th Annual Conference of the International Federation for IT and Tourism & Travel (IFITT) ENTER 2011, Innsbruck, January 25-28.

 

Kelly, P., Lawlor, J. and Mulvey, M. (2010) A Review of Key Factors Affecting Consumers' Adoption and Usage of Self-Service Technologies in Tourism, Tourism and Hospitality Research in Ireland Conference (THRIC), Shannon, June 15-16.

Lawlor, J. (2009) An Investigation of Post-Merger Integration in a Public Sector Organisation: Post-Merger Inhibitors, Ninth International Conference on Knowledge, Culture and Change in Organisations, Boston, Massachusetts, USA, June 24-27. 

Lawlor, J. and Boyle, E. (2006) Post-Merger Integration in a Higher Education Organisation – A Preliminary Study of Employees’ Attitudes and Behaviours, British Academy of Management (BAM) Conference, Belfast, September 2006.   

Lawlor, J. and Boyle, E. (2004) Post-Merger Realities in Higher Education,Poster Presentation, All Ireland Society for Higher Education (AISHE) Inaugural Conference, Trinity College Dublin, September 2004.  

Lawlor, J. (2001) Strategic Alliances in the Airline Sector – Rationale, Relevance and Responses, Irish Academy of Management (IAM) Conference, University of Ulster, Derry, September 6-7.   

Lawlor, J. (2001) The Rise of Strategic Alliances in the European Tourism Industry – An Exploratory Study, European Academy of Management (EURAM) Conference, Barcelona, April 19-21.

Lawlor, J. (2000) The New Business Model of the 21st Century – Inter-Firm Collaboration and Co-operation, Irish Academy of Management (IAM) Conference, Dublin Institute of Technology, Dublin, September 7-8.

 

Poster Presentations

Kelly, P., Lawlor, J. and Mulvey, M. (2011) Customer Participation in Self-Service

Technologies, Poster Presentation at 2ndDIT Annual Postgraduate Research Symposium,

Dublin, November 2.

 

Kelly, P., Lawlor, J. and Mulvey, M. (2011) Customer Participation in Self-Service

Technologies in the Tourism Sector, Poster Presentation at 1st DIT Annual Postgraduate

Research Symposium, Dublin, January 28.